Frequently Ask Questions (FAQs)
Why choose HotelTravel.com?
HotelTravel.com believes fantastic travel experiences should not be expensive. With our instant confirmation technology and global negotiating power, we consistently deliver more value and lower hotel rates than anyone else on the Internet.
That’s why we are a leader in worldwide hotel bookings and a pioneer in online customer service, providing the inside track to the best deals and discounts.
Why are HotelTravel.com rates so low?
We offer rock-bottom rates at up to 75% off and match or beat any other price. How can we do it? Simply put, HotelTravel.com has access to the best rates and room selection available on the Internet. We have negotiated directly with hundreds of travel suppliers and thousands of hotels worldwide for more than 10 years, including many privately owned hotels or smaller chains you won’t find elsewhere. And we are also experts in securing the best rates available from the world’s leading travel suppliers and International Hotel Chains. This creative business mix combines room allocations from major travel partners and direct negotiated hotel contracts, making sure you’re spoiled for choice when selecting your hotel and rate.
What happens if I make a reservation directly with the hotel?
HotelTravel.com’s outstanding value-for-money rates are exclusively available through our service. If you make reservations direct with hotels you can expect to pay much higher rates than we offer for a comparable room type.
When will my booking be confirmed?
The majority of our hotels are booked with instant confirmation. Instant Confirmation bookings are rooms that are immediately available to you via HotelTravel.com’s advanced XML technology. Your room is confirmed immediately after you have submitted your booking.
Are your hotel rates per room or per person?
All our rates are based on occupancy per room, for either 1 or 2 guests. Please make sure you enter the exact number of adults and children for each room, so rates shown will reflect your true booking requirements.
What do I need to know about child rates?
Many hotels define children from 2 to 12 years old and generally do not offer additional bedding or breakfast options. If your child requires additional bedding and/or breakfast options, please book them as an adult to ensure the correct room configuration. You will be notified of any additional costs resulting from individual hotel policies regarding children staying with parents and age range allowed. Infants are usually defined as under 2 years old and do not come under the same restrictions. Please let us know if you require a baby cot for your infant. Kindly be advised that hotels reserve the right to verify the legal age of children.
When do I need to pay for my reservation?
HotelTravel.com does not charge customers until your room has been confirmed. All charges will be noted in the confirmation email that you will receive immediately after your booking request has been confirmed.
How can I download an invoice or receipt for my hotel booking?
Once any customer has paid for their booking they can login to the HotelTravel.com ‘Members’ Area’ and then go to the ‘My Reservations’ tab. There they will see a ‘download invoice/receipt’ icon (see example below) to download a PDF file. If you would like to request a customised receipt for business travel or other reason please contact HotelTravel.com’s Customer Service Centre directly via online chat or by email.
How do I know my Credit Card information is secure?
HotelTravel.com strives to be one of the most secure Internet service providers on the planet. We are proud to have no history of past Credit Card fraud, due to our long association with VeriSign Secure Socket Layer (SSL) technology that keeps your personal information secure. VeriSign’s 128-bit encryption enables you to use our service with confidence, any information you enter on our secure payment page is encrypted before it goes anywhere. In simple terms, that means no one gets to see your credit card details when you enter them for a booking. Hotel Travel (Europe) LLC is also enrolled in Trustwave’s Trusted Commerce ™ program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card associations including: American Express, Diners Club, Discover, JCB, MasterCard Worldwide, Visa, Inc. and Visa Europe. This is the highest standard of internet security available online today.
Can I use PayPal to settle my account with HotelTravel.com?
Yes you can. HotelTravel.com has recently added PayPal to offer its customers additional ways to settle their account. The PayPal service is a fast, safe method that allows its registered members to send money without sharing financial information. Customers that select PayPal to settle their account will immediately be redirected to the PayPal payment gateway.
What is your cancellation policy?
If you cancel your booking, HotelTravel.com does not charge any cancellation fees. However, please bear in mind that your booking is subject to the policy of each individual hotel. It is recommended that you familiarise yourself with the hotel’s cancellation policy before you proceed with the booking. You will find this policy adjacent to the rates, under the ‘Conditions & More Info’ link. Once you have booked your hotel, the hotel’s cancellation policy will also be included in your confirmation email.
- Cancel the reservation by using the ‘Cancellation Form’ provided in our Member’s Area
- Cancel online via chat with a Live Agent.
- Cancel by calling us directly using the information provided in the Contact Us section.
If you fail to cancel your booking the day before you arrive, you may be liable for the full amount of your booking.
If, for any reason, you do not utilise your reservation and have failed to cancel it in the above manner, you may be liable for the full amount of your booking.
Shortening your stay
If you need to shorten your stay, please be advised that customers MUST obtain a ‘shortening of stay’ confirmation in the form of official hotel documentation stating that a refund will be made for unused room nights. Once confirmation is received we will then refund your credit card for the unused room nights, unless the individual hotel’s policy requires that you be charged the full amount of your booking. You MUST cancel the unwanted room nights with us, as well as with the hotel receptionist, or you will not receive your refund, if applicable.
Lengthening your stay
We would be delighted to assist you in extending your stay. This can be done in our Member’s Area or by contacting one of our Customer Service Agents via Live Chat.
If you submit multiple bookings using a different email address and/or customer name, there is an increased chance that our booking system will process the bookings separately. If you submit multiple bookings for the same time period or overlapping time periods, you will be subject to the above Cancellation Policy for each of the bookings. HotelTravel.com is not liable for Cancellation fees incurred due to duplicate bookings.
Who am I making this reservation with?
HotelTravel.com is one of the leading hotel and travel portals on the Internet. The company is managed by an international executive team with decades of experience in both technology and online travel. We have a multicultural staff of more than 300, which includes nationals from over 25 different countries that speak more than 20 languages, covering most of the world’s most important travel markets.
Our top priority is to make travel-planning simple and easy by providing the most affordable hotel rates, comprehensive travel information and 5-star multi-lingual Customer Service.
HotelTravel.com strives to instantly confirm all booking requests using the latest XML technology available. On the rare occasion instant rates are not available, we call your requested hotel and are proud to boast the fastest confirmation turnaround time in the industry.
This is done by our highly trained Customer Service Agents who really do speak your language – with native speakers available in ten languages: French, English, German, Spanish, Italian, Korean, Japanese, Chinese, Russian and Thai. They are on the job 24 hours a day, 365 days a year to assist you and process the thousands of booking requests generated daily on our website.
HotelTravel.com is also an industry leader for travel guides and hotel reviews with a massive library of destination guides and over 500,000 independent hotel reviews and growing by the day. We are also specialists in providing independent travel tips from our customers, where you can get the inside perspective on a destination whether good, bad or unusual!
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